All Goods purchased through Our Site will normally be delivered within 7 calendar days after the date of Our Order Confirmation unless otherwise agreed or specified during the Order process (subject to delays caused by events outside of Our control, for which see Clause 14).
If We are unable to deliver the Goods on the delivery date, the following will apply:
If no one is available at your delivery address to receive the Goods and the Goods cannot be posted through your letter box, the courier will leave a delivery note explaining how to rearrange delivery or where to collect the Goods;
If you do not collect the Goods or rearrange delivery within 30 days, The Courier will return the goods to us, if this happens, you will not be eligible for a refund as the stability of the product(s) may have been affected during handling and storage.
In the unlikely event that We fail to deliver the Goods within 10 calendar days of Our Order Confirmation (or as otherwise agreed or specified under sub-Clause 10.1) if any of the following apply you must:
Allow another 5 working days from the day of notifying us to either resolve the missing order or provide a replacement.
If your order is not received within 21 calendar days from the date of despatch you are eligible for a full refund.
Please note that if any cancelled/refunded Goods (after 21 days) are delivered to you, you must return them to Us or arrange with Us for their collection. In either case, We will bear the cost of returning the cancelled Goods.
Delivery shall be deemed complete and the responsibility for the Goods will pass to you once We have delivered the Goods to the address you have provided.
Any refunds due under Clause 10 will be made using the same payment method that you used when ordering the Goods.
Faulty, Damaged or Incorrect Goods
By law, We must provide goods that are of satisfactory quality, fit for purpose, as described at the time of purchase, in accordance with any pre-contract information We have provided, and that match any samples or models that you have seen or examined (unless We have made you aware of any differences). If any digital content is included in the Goods, that digital content must also conform. If any Goods you have purchased do not comply and, for example, have faults or are damaged when you receive them, or if you receive incorrect (or incorrectly priced) Goods, please contact Us at info@dermalueur.co.uk as soon as reasonably possible to inform Us of the fault, damage or error, and to arrange for a refund or replacement. Your available remedies will be as follows:
Beginning on the day that you receive the Goods (and ownership of them) you have 3 working days right to reject the Goods and to receive a full refund if they do not conform as stated above.
If you do wish to reject the Goods, and the 3 working day rejection period has not expired, you may request a replacement of the Goods. Following sufficient evidence has been provided that the Goods received have a fault, damage or error. We will bear any associated costs and will carry out the replacement within a reasonable time and without significant inconvenience to you. In certain circumstances, where a replacement is impossible or otherwise disproportionate, We may instead offer you a full refund. If you request a replacement during the 3 working days rejection period, that period will be suspended while We carry out the replacement and will resume on the day that you receive the replacement Goods. We will only be able to process a replacement once the defective goods have been returned, this will be at our cost.
If, after replacement, the Goods still do not conform (or if We cannot do so as previously described, or have failed to act within a reasonable time or without significant inconvenience to you), you may have the right either to keep the Goods at a reduced price or to reject them in exchange for a refund. We will only be able to process a refund once the defective goods have been returned, this will be at our cost.
Please note that you will not be eligible to claim under Clause 11 if you have purchased the Goods for an unsuitable purpose that is neither obvious nor made known to Us and/or if you have consumed/used the Goods. If the problem is the result of mishandling and negligence, misuse or intentional or careless damage. Please also note that you may not return Goods to Us under Clause 11 merely because you have changed your mind. Please refer to Clause 12 for more details.
To return Goods to Us for any reason under Clause 11, please contact Us at info@dermalueur.co.uk to arrange for a collection and return. We will be fully responsible for the costs of returning Goods under Clause 11 and will reimburse you where appropriate.
Refunds (whether full or partial, including reductions in price) under Clause 11 will be issued within 4 weeks of the day on which We agree that you are entitled to the refund.
Any and all refunds issued under Clause 11 will include all delivery costs paid by you when the Goods were originally purchased.
Refunds under Clause 11 will be made using the same payment method that you used when ordering the Goods.
For further information on your rights as a consumer, please contact your local Citizens’ Advice Bureau or Trading Standards Office.
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